E-mail has replaced most forms of formal communication between ourselves internally and our external contacts.
E-mail has also taken the place of face-to-face and telephone conversations and therefore has become our primary means of communication. But often we do not apply the same guidelines to electronic mail as we do to other forms of written communication. This pamphlet is designed to point out some of the tips and traps likely to offend or mislead the recipients.
If we follow these basic rules, our days will be more meaningful and our emotions won’t roller-coaster due to unintentional rude, ill-conceived messages.
exercise good taste
Be careful how you use irony or even some forms of humour. Unlike face-to-face meetings or phone conversations, there are no visual or verbal clues to provide a sense of what you mean. So avoid sarcasm and think very carefully before using e-mail to express emotions.
respect the recipient
Be considerate of the recipients time and on-line charges. E-mail messages work best if they’re short and concise.
Avoid large attachments, some companies will not accept any attachments due to the risk of viruses.
Use mixed case when sending mail as upper case alone is seen as SHOUTING at the recipient. Be careful about the use of red in a message – it may only be intended for emphasis, but it can be interpreted as anger.
Don’t use e-mail to respond if a face-to-face conversation is more effective. It is always easier to confront someone via e-mail but not good business policy. Take personal conflicts off-line and handle them privately.
copies
Don’t send copies of e-mail to people unless they need the information – it simply clutters their mailbox. Copies can make the main recipient feel threatened, and the person copied may feel unclear about what they are expected to do. Blind carbon copies (Bcc) can be used to discretely keep a third party informed of communications.
permanence
Once a message has been sent you have no control over it. The recipient can keep it, circulate it, print it and use it against you. Always read through a message before sending it – make sure you are proud of what you have written.
unsolicited mail
Don’t forward chain letters, junk and joke messages. If the message is not related to business in any way, don’t send it to the entire staff compliment. Beware – some viruses are circulated by attachments.
replying to messages
Think before replying to a message which has been copied to others and ask yourself: “Does everyone need to know what I have to say, or should I reply to the sender only?”
courtesy
If you ask for something, don’t forget to say “please.” Similarly, if someone does something for you, thank them. If you are out of the office for a significant period, enable your e-mail Out Of office Assistant to notify users should they need you urgently.
signatures
Include your contact details with messages as the recipient may not know you, and may want to contact you by phone. Most e-mail systems have this option.
called from Executrain http://www.executrain.co.za/email.asp
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